My tale of woe part V
May 8, 2012 04:28:26 #
For those of you who have read my earlier post about my tale of woe, this is the 5th and last installment. Yay! To refresh you all and for those reading this the first time, on March 17th, I fell down 15 flights of stairs while carrying my Sony a580 with a 300mm lens attached. I was injured slightly ( I am all healed up now) but my camera and lens took the brunt of it. The aluminum base plate on the camera body was dented in, the electronics were all messed up and the lens was stuck and would not rotate nor would it release from the camera.
I had bought an extended, full damage covered warranty from Sony. Unfortunately, this did not cover the lens since it was bought separately without an extended warranty. It too is a Sony.
I kept posting updates on what Sony had to tell me and that they would repair it, but not the lens. I was O.K. with this. I did not like this lens that much anyway. It was their cheapest, low end 300mm lens that they had and I had all sorts of fringing problems. I really just wanted my camera fixed.
Sony first told me that it would be 7-10 days for the repair once they received it. They got it on the 23rd of March. Two weeks went by and nothing. So I could them and they told me that they had to order more parts and it would be about another week. O.K., fine.
Now it was going on about a month and not even a courtesy call. I was a little upset because a year ago I sent in a different Sony camera in for regular warranty work. They would call me at least twice a week with an update. At that time they even asked me to send my lenses in for calibration. They did not have to do this. It took 3 months but I was not upset because they walked me through everything that they were doing for the camera. I was extremely satisfied with their service.
This time however, I was having to call them each time and I was getting a little miffed. Every time I called, I got a different person on the phone and I kept getting a different story even one saying that it got sent back to the factory for regular warranty repair. This is when I got hot and asked for a supervisor or some one. I got a call from the Person in charge of extended warranty repair last week. This was on Tuesday. She told me that this was ridiculous and that she was going to get to the bottom of this and call me back. More smoke, I thought. She went over the original claim and noted that the lens was not part of the warranty. I already knew this.
She did call back on Wednesday and told me what was really going on and apologized. She said that when they first attempted the repair, the one part that they had which was important, was itself, defective and they had to send away for a new one. I asked how long this was going to take? She said that the part just came in and that my camera was on the bench and that it will be done by Thursday and it will then go to the factory for final alignment and that I should have it back by next Monday(yesterday).
Well guess what? I did get it back yesterday and the 300mm lens was with it but something was rather strange. The lens was telescoping once again and it looked unnaturally clean. I put a memory card in and a charged battery back in, and, for shits and grins, I put the crappy 300mm lens on. And it worked!!! And the crappy lens was no longer crappy!
I knew exactly how to test this lens for the fringing and for focus. Fully extended at f5.6 under really contrasty conditions (we had a bright sun). I tried all sorts of positions and I could not get it to fail. No fringing whatsoever! Just a wee bit when over pushing it. In addition, the camera was working even better then when I bought it. The shutter thumb wheel would sometimes hang up. Not any more.
Then I decided to read the repair bill. They ordered all sorts of new parts for the camera and new parts for the lens. Then they calibrated both separately and then they calibrated the lens to the camera with an emphasis toward back focus. I have read that Sony had an issue with this on their cheaper lenses. Sweet. Here. I will let you judge for yourselves:
I had bought an extended, full damage covered warranty from Sony. Unfortunately, this did not cover the lens since it was bought separately without an extended warranty. It too is a Sony.
I kept posting updates on what Sony had to tell me and that they would repair it, but not the lens. I was O.K. with this. I did not like this lens that much anyway. It was their cheapest, low end 300mm lens that they had and I had all sorts of fringing problems. I really just wanted my camera fixed.
Sony first told me that it would be 7-10 days for the repair once they received it. They got it on the 23rd of March. Two weeks went by and nothing. So I could them and they told me that they had to order more parts and it would be about another week. O.K., fine.
Now it was going on about a month and not even a courtesy call. I was a little upset because a year ago I sent in a different Sony camera in for regular warranty work. They would call me at least twice a week with an update. At that time they even asked me to send my lenses in for calibration. They did not have to do this. It took 3 months but I was not upset because they walked me through everything that they were doing for the camera. I was extremely satisfied with their service.
This time however, I was having to call them each time and I was getting a little miffed. Every time I called, I got a different person on the phone and I kept getting a different story even one saying that it got sent back to the factory for regular warranty repair. This is when I got hot and asked for a supervisor or some one. I got a call from the Person in charge of extended warranty repair last week. This was on Tuesday. She told me that this was ridiculous and that she was going to get to the bottom of this and call me back. More smoke, I thought. She went over the original claim and noted that the lens was not part of the warranty. I already knew this.
She did call back on Wednesday and told me what was really going on and apologized. She said that when they first attempted the repair, the one part that they had which was important, was itself, defective and they had to send away for a new one. I asked how long this was going to take? She said that the part just came in and that my camera was on the bench and that it will be done by Thursday and it will then go to the factory for final alignment and that I should have it back by next Monday(yesterday).
Well guess what? I did get it back yesterday and the 300mm lens was with it but something was rather strange. The lens was telescoping once again and it looked unnaturally clean. I put a memory card in and a charged battery back in, and, for shits and grins, I put the crappy 300mm lens on. And it worked!!! And the crappy lens was no longer crappy!
I knew exactly how to test this lens for the fringing and for focus. Fully extended at f5.6 under really contrasty conditions (we had a bright sun). I tried all sorts of positions and I could not get it to fail. No fringing whatsoever! Just a wee bit when over pushing it. In addition, the camera was working even better then when I bought it. The shutter thumb wheel would sometimes hang up. Not any more.
Then I decided to read the repair bill. They ordered all sorts of new parts for the camera and new parts for the lens. Then they calibrated both separately and then they calibrated the lens to the camera with an emphasis toward back focus. I have read that Sony had an issue with this on their cheaper lenses. Sweet. Here. I will let you judge for yourselves:
Normally I would have all sorts of red and purple fringing on the metal bars and red fringing on the yellow and on the beaks. F5.6 @ 1/250 sec. ISO 500 @ 300mm.
May 8, 2012 04:33:17 #
May 8, 2012 04:35:35 #
rpavich wrote:
Yeah, I know! Even their feet are just fine. That used to be the worst part. Sony once again went above and beyond. They have a customer for life.That's nice...almost no fringing at all...great!
May 8, 2012 06:31:08 #
donrent
Loc: Punta Gorda , Fl
And this happen in the US ?? Mine Gott... Whats happening ? Ah yas, theres hope yet....
Congratulations....
Congratulations....
May 8, 2012 06:44:13 #
MsJ
Loc: Northern Indiana
Do yo mean you fell down 15 steps? That's a big difference from 15 flights! Just sayin.....
May 8, 2012 07:15:04 #
Glad to hear they did good for you! ;) I think some companies are finally waking up. Not everyone can just go buy another camera if theirs gets broken.
On a side note did you catch this thread yet. Kind of funny. You got a little piece in it. :) By the way, how are you doing? Did ya get fixed yet? ;)
Erv
On a side note did you catch this thread yet. Kind of funny. You got a little piece in it. :) By the way, how are you doing? Did ya get fixed yet? ;)
Erv
May 8, 2012 09:04:14 #
MsJ wrote:
Do yo mean you fell down 15 steps? That's a big difference from 15 flights! Just sayin.....
I think he hit his head - on the last stair...... ;)
Ok - Tainkc - your picture is lovely & seeing this picture really makes me yearn for my a77, that much more. I'm glad you shared your experience with us about Sony & I am pleased to hear you are a Sony fan for life. (Makes me feel really good since my next camera purchase is going to be with them.) & glad your ok from your fall.
May 8, 2012 09:40:30 #
May 8, 2012 09:52:53 #
I'm so happy you have your camera back and even more overjoyed that Sony stepped up to the plate and made everything right.
May 8, 2012 10:41:02 #
MsJ wrote:
Oh. Yeah, I meant 15 steps. 15 flights, now that would be a trip! Lol. Sorry.Do yo mean you fell down 15 steps? That's a big difference from 15 flights! Just sayin.....
May 8, 2012 10:43:19 #
donrent wrote:
Thanks. This is twice now that Sony has surprised me. I just got a phone call a few minutes ago from Sony asking me how the camera is working. I could not think of enough adjectives to explain my delight.And this happen in the US ?? Mine Gott... Whats happening ? Ah yas, theres hope yet....
Congratulations....
Congratulations....
May 8, 2012 10:44:47 #
Erv wrote:
Thanks, Erv. Yes, I too am all fixed. Lol.Glad to hear they did good for you! ;) I think some companies are finally waking up. Not everyone can just go buy another camera if theirs gets broken.
On a side note did you catch this thread yet. Kind of funny. You got a little piece in it. :) By the way, how are you doing? Did ya get fixed yet? ;)
Erv
On a side note did you catch this thread yet. Kind of funny. You got a little piece in it. :) By the way, how are you doing? Did ya get fixed yet? ;)
Erv
May 8, 2012 10:51:24 #
MWAC wrote:
Yes, this sort of thing is very important. I have always been very leery when it comes to customer service. I used to own 3 tv repair shops and I was very proud of the way I handled the customers. After just a short time, I knew when a certain type of repair would come in and I would immediately give the customer a loaner set because I knew that particular repair would take awhile. This was great for sales because 6 out of 10 people would buy the loaner also. That's how you do that!I'm so happy you have your camera back and even more overjoyed that Sony stepped up to the plate and made everything right.
May 8, 2012 10:54:00 #
MissStephie wrote:
Thanks, Miss Stephanie. The a77 is an excellent camera and you can feel confident that Sony will back it up if ever needed. quote=MsJ Do yo mean you fell down 15 steps? Tha... (show quote)
May 8, 2012 10:54:17 #
If you want to reply, then register here. Registration is free and your account is created instantly, so you can post right away.